Service Desk Support Specialist (Intermediate/Senior)

Job description

Link Solutions is seeking Service Desk Support Specialists (Intermediate/Senior) to join our team in Orlando, FL. U.S. Citizen only Active DoW Secret Clearance required DoD 8570/8140 IAT Level II certification or higher is required Non-remote (relocation incentive available) The Service Desk Support Specialist will support the Program Executive Office for Simulation, Training and Instrumentation (PEO STRI) headquarters and provide Tier II technical support for Government users supporting mission-critical operations. The Service Desk Support Specialist will be responsible for troubleshooting hardware, software, and account-related issues while providing concierge-level customer support through email, Microsoft Teams, telephone, and in-person engagements. The ideal candidate will possess strong technical troubleshooting skills, exceptional customer service abilities, and experience supporting Microsoft enterprise technologies within a secure environment. This role works closely with systems administrators, network administrators, cybersecurity personnel, and end users to ensure technical issues are resolved efficiently and customer service expectations are consistently exceeded. The successful candidate will help ensure reliable IT operations while supporting organizational productivity and mission success. Job Responsibilities: Provide Tier II service desk support to users through email, Microsoft Teams, telephone, and walk-in support channels. Work with the Project Manager and technical teams to develop and implement solutions that improve team performance and service delivery. Receive, create, document, prioritize, and track service requests, trouble tickets, and work orders through resolution. Route tickets and service requests to appropriate technical teams while ensuring timely follow-up and communication. Verify and maintain accurate customer and technical information within ticketing systems. Provide technical support, troubleshooting, diagnostics, and user education for hardware, software, network, and account-related issues. Ensure all support requests received through approved channels are properly documented, assigned, tracked, and resolved. Support user account management activities, including Active Directory account administration and access requests. Troubleshoot and support enterprise technologies including Windows 10 and Windows 11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, Microsoft Active Directory, Trellix HBSS, Trellix HIPS, iOS devices, and related applications. Install, configure, deploy, relocate, and support desktop and laptop computers, peripherals, and mobile devices. Perform data backup and restoration activities associated with workstation deployments, refreshes, and relocations. Install hardware, software, updates, and security patches while ensuring system functionality and compliance with cybersecurity requirements. Develop and deliver technical training and knowledge-sharing sessions that enhance team capabilities and improve service quality. Maintain technical documentation, knowledge base articles, standard operating procedures (SOPs), and process documentation. Support VIP users and mission-critical systems while delivering exceptional customer service and responsiveness. Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Intermediate-Level: U.S. Citizen with an active DoD Secret Clearance. Four (4+) years of experience supporting enterprise IT environments, preferably within a Help Desk or Service Desk environment. DoD 8570/8140 IAT Level II certification or higher (CompTIA Security+ or equivalent). Microsoft 365 Certified: Endpoint Administrator Associate (MD-102). Experience providing technical support for Microsoft operating systems, desktop applications, and enterprise user environments. Baseline certification required within six (6) months of hire if not already obtained. Senior-Level: U.S. Citizen with an active DoD Secret Clearance. Eight (8+) years of experience supporting enterprise IT environments, preferably within a Help Desk or Service Desk environment. DoD 8570/8140 IAT Level II certification or higher (CompTIA Security+ or equivalent). Microsoft 365 Certified: Endpoint Administrator Associate (MD-102). Extensive experience providing Tier II/III technical support, troubleshooting complex issues, and supporting enterprise end-user technologies. Experience mentoring junior technicians and supporting service delivery improvement initiatives. Baseline certification required within six (6) months of hire if not already obtained. Preferred: Bachelor's degree in Computer Science, Information Technology, IT Service Management, or a related technical discipline. Microsoft certifications supporting Windows 10, Windows 11, or Microsoft 365 Endpoint Administration. ITIL v4, HDI, or other Service Management certifications. Experience supporting Active Directory, Windows 10/11, Microsoft Office 365, Microsoft Teams, iPhone/iOS devices, and remote desktop technologies including Citrix. Experience working within Department of Defense (DoD) environments. Experience with knowledge management initiatives, process improvement, and technical documentation development. Experience supporting mission-critical systems and high-profile or VIP customers. Experience leading small teams and fostering a culture of collaboration, continuous learning, and operational excellence. This position is contingent upon the successful acquisition of the government contract and the completion of ongoing negotiations. We anticipate these processes will be completed within the next several weeks, at which time interviews and offers will be extended upon successful contract award. Link Solutions Inc. offers a competitive compensation and benefits package to include paid holidays, paid time off, medical, dental, vision, company-paid long and short-term disability, life insurance, referral bonuses, relocation incentive program, certification reimbursement program, retirement, and more. Link Solutions, Inc. is an EOE. AA/M/F/D/V. We participate in the E-Verify Employment Verification Program. All your information will be kept confidential according to EEO guidelines. Link Solutions, Inc. delivers reliable and effective Information Technology services to government clients in support of critical mission needs. Delivering a broad range of Infrastructure Operations, Application Development, Cybersecurity, Virtualization, Cloud, and Mobility services. Link is quality and compliance-focused, under our guiding philosophy “Mission First, Customer Always". If you’re looking for a technology company that values innovation, with a vision toward the future of the technology landscape, look no further than Link Solutions. We are certified in ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2022; CMMC Level 2 certified; and appraised at CMMI Maturity Level 3 for Services and Development.